Improving Knowledge-Sharing Intentions: A Study in Indonesian Service Industries

David Afandy, Agus Gunawan*, Jol Stoffers, Yoke Pribadi Kornarius, Angela Caroline

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review


Managers of service firms should improve the knowledge-sharing intentions among employees to obtain knowledge stored in them and use it to provide better services to customers. Across types of organizations, especially professional bureaucracies and operating adhocracies, one question is whether service firms can use the same information technology infrastructure strategy to improve workers’ knowledge-sharing intentions. To address this question, 347 respondents working in service industries participated in this study, and focus group discussions were conducted among representatives of those firms to produce better interpretations of statistical results. Findings suggest a weak but significant relationship between information technology infrastructure and knowledge-sharing intentions. While entering a new normal period after the COVID-19 pandemic, effective information technology infrastructures appear to represent a natural and ordinary facility. Despite operating in disparate organization types, managers in both professional bureaucracies and operating adhocracies should build trust and relationships with workers to increase knowledge-sharing intentions.
Original languageEnglish
Article number8305
Number of pages11
Issue number14
Publication statusPublished - 7 Jul 2022


  • information technology infrastructure
  • knowledge-sharing intentions
  • operating adhocracy
  • professional bu-reaucracy
  • service industry


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